People want to contact us in different ways. You might prefer to contact us through our website. Or you may be more comfortable putting your message in a letter or email, or picking up the phone to speak to us in person.
We know from the Customer Impact survey that AEGON Scottish Equitable customers are most likely to use our website to find product information. But we want it to be easy for you to do business with us whichever way suits you best.
If you do call us, we’d ideally like to be able to deal with your request there and then. When ranking companies’ customer service centres, the survey found that for most people, ability to resolve queries in a single call is the most important factor. We call our performance on this basis our ‘one and done’ rate. However, as financial matters are often complex, not all of them can be resolved in a single call. That said, we’re working to resolve as many as we can, as quickly as possible.
Used in the right way, technology can make things much easier for everyone involved. We work very closely with financial advisers to make sure online developments enhance the products and services our customers receive. This has helped us be seen as a leading provider of e-commerce solutions.
How are we doing?
The Customer Impact survey showed that 79% of our customers agreed or strongly agreed that we’re easy to do business with.
Level of agreement with statement ‘AEGON Scottish Equitable is easy to do business with'
Source: ORC International, 19 February 2007
- When asked if we provide clear information and good service at the point of sale, 18% of our customers rated us ‘excellent’, 35% ‘very good’ and 44% ‘good’.
- In 2006, we resolved more than 60% of customers’ queries to their satisfaction in a single call.
- We won a number of awards in association with trade publication Money Marketing for our online technology in key product areas, most recently for life protection, critical illness, income protection, annuities and income drawdown. These recognise the tailored technology solutions we’ve developed by working with advisers.
- Past customer feedback has put our customer helpdesk performance well below industry standard. However, we took action to improve this and the Customer Impact survey shows that we are now above the industry average.
What we’ll do differently in 2007
- We’ll continue to work with advisers to make sure our investments in technology really do help you.
- We’ve put a team in place to look at things from your perspective so the changes we make are the things that you want to happen.
- We’re also launching a programme to make it easier for people to sign up for our web services.
